The Advanced Medical Support Assistant is accountable for a variety of managerial and administrative responsibilities that demonstrate the MSA's advanced level. Advanced MSAs include direct clinical support to underserved facilities within the VISN, Telehealth Emergency Management (TEM) sites, non-VA sites of care, and Clinical Contact Centers.

Duties

Major duties include but are not limited to: Processes medical release of information requests that pertain to the patient's current hospitalization, following all rules and regulations. Initiates and carries out a variety of clerical duties associated with patient care and treatment of one or more CRH primary care, mental health, and specialty clinics. Answers a multitude of telephone calls and records messages pertaining to such things as detailed lab reports, x-rays, and basic medical/pharmacy information. Provides front-line assistance to customers with questions or concerns. Develops and refines scheduling processes and training for the CRH Hub. Manages the daily appointment list which requires scheduling, cancelling, or no-showing appointments. Collaborates, communicates, set priorities, and organizes work to ensure compliance and meet deadlines with established processes, policies and regulations. Work Schedule: Monday - Friday, 8:00am - 4:30pm. Telework: Eligible, Regularly Teleworks 1-2 days

Requirements

Qualifications

BASIC REQUIREMENTS: United States Citizenship: Non-citizens may only be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy. Education and/or Experience: Experience: Six months of experience of clerical, office, customer service, or other admin work that indicates the ability to acquire a specific knowledge/skill needed to perform duties of the job. OR Education: One year above high school. OR Experience/Education Combination: Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable. Certification: None required. Foreign Education. To be creditable, education completed outside the U.S. must have been submitted to a private organization that specializes in the interpretation of foreign educational credentials and such education must have been deemed at least equivalent to that gained in conventional U.S. programs. Physical Requirements. See VA Directive and Handbook 5019. May qualify based on being covered by the Grandfathering Provision as described in the VA Qualification Standard for this occupation (only applicable to current VHA employees who are in this occupation and meet the criteria). Grade Determinations: For GS-06 In addition to the basic requirements you must demonstrate that you possess one year of specialized experience at the next lower grade level (GS-05). GS-06 Advanced Medical Support Assistant Experience: The Advanced MSA provides specialized and expert administrative patient support while working collaboratively in an interdisciplinary coordinated care delivery model. Work involves specialized administrative judgment and the flexible use of a wide range of clinical flow processes relating to access to care across multiple clinics, specialties, and/or care in the community resources. Recommends changes to existing clinic procedures based on current administrative guidelines. Expertise in utilizing numerous advanced patient systems in support of multiple clinics involved in an interdisciplinary coordinated care delivery model. Coordinates with the patient care team to review clinic appointment availability and utilization to ensure that clinic schedules are closely monitored to effectively support the needs of the clinics, and makes adjustments as necessary. MSAs at this level develop (and/or) maintain effective and efficient communication with the patient, interdisciplinary coordinated care delivery model teams, VA medical centers, and other agencies (e.g., assist with communications during the inpatient to outpatient discharge; communicate with non-VA medical facilities; prepare correspondence to notify patients of normal lab results; manage a system for follow-up care such as consults, tests, etc. AND Knowledge, Skills and Abilities (KSAs). In addition to the experience above, the candidate must demonstrate the following KSAs for all GS-06 assignments and meet any additional KSAs for the assignment, if indicated: Ability to collaborate and communicate with a wide range of medical clinicians across multiple disciplines (medical doctors, nurse practitioners, physician assistants, psychologists, psychiatrists, social workers, clinical pharmacists, and nursing staff) to accomplish team goal setting to ensure medical care to patients is met. Ability to independently set priorities and organize work to meet deadlines, ensuring compliance with established processes, policies, and regulations. Ability to communicate tactfully and effectively, electronically, by phone, in person, and in writing, with internal and external customers. This may include preparing reports in various formats and presenting data to various organizational levels and resolving patient concerns. Advanced knowledge of the technical health care process (including, but not limited to, scheduling across interdisciplinary coordinated care delivery and/or care in the community models and patient health care portals) as it relates to access to care. Advanced knowledge of policies and procedures associated with interdisciplinary coordinated care delivery and/or care in the community operational activities that affect patient flow, and patient support care [administrative functions] to include, but not limited to appointment cycles, outside patient referrals, follow-up care, overbooking, provider availability, etc. Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians. References: See VA Handbook 5005/53, Part II, Appendix G, page II-G45-4 & II-G45-5 Physical Requirements: This work is basically sedentary, there is some walking when covering other clinics within the hospital, retrieving mail, and relaying pertinent information to staff.

Education

IMPORTANT: A transcript must be submitted with your application if you are basing all or part of your qualifications on education.

Note: Only education or degrees recognized by the U.S. Department of Education from accredited colleges, universities, schools, or institutions may be used to qualify for Federal employment. You can verify your education here: http://ope.ed.gov/accreditation/. If you are using foreign education to meet qualification requirements, you must send a Certificate of Foreign Equivalency with your transcript in order to receive credit for that education. For further information, visit: https://sites.ed.gov/international/recognition-of-foreign-qualifications/.

Contacts

• Address Jesse Brown Department of Veterans Affairs Medical Center 820 South Damen Avenue Chicago, IL 60612 US
• Name: Aphichaya Suepukdee
• Phone: 7819576573
• Email: [email protected]